- Report: #1083643
Report - Rebuttal - Arbitrate
Complaint Review: Carbonite
Carbonite1777 Huntington Avenue Boston, Massachusetts USA
Carbonite, Carbonite Inc. Callous, Heartless, They Don't Care About Your files, Purge, Memories Lost Boston Massachusetts
*Author of original report: Carbonite Purposefully Deleted My Data. I Did Nothing Wrong
*Author of original report: Carbonite Does Not Stand by Its Own Code of Business Conduct
*Consumer Comment: A valuable lesson
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Oh My God!!! I just found out that Carbonite purged (the exact word that they used) all of my files dating back to before 2000. I have now lost all of my families memories. Videos of my daughter taking her first steps, 1st birthdays. EVERYTHING. My business files. EVERYTHING.
On such a historically sad day when my heart was already breaking for the families that lost loved ones on 9/11, now it is rattling around in my chest. I had NO hard copies of when my last 2 daughters were born. They were all saved to Carbonite because they were taken with my cell phone.
The explanation they give me make no sense. Even to an IT person it doesn't make sense. Carbonite's 2nd tier response person, Nathan stated that when I unfroze and reinstalled Carbonite to my new computer I should have restored all the files from my old computer (that were already saved to my Carbonite account) to my new computer, so that Carbonite could back them up a 2nd time. I was under the impression that once they were stored on Carbonite they were there to stay. This makes no sense to me because in my mind all my old files were backed up and as I created new files on my new computer those would be backed up as well.
When my old workhorse IBM Thinkpad suddenly gave me a "disk error message," I immediately went on my Netbook in order to be sure that the files saved to Carbonite were there and the first video I went to was seeing my last born baby girl take her first steps. I was so relieved!!
I was on the phone this morning crying because first I had to wait almost 30 minutes for a human being to answer the phone in the first place. Then to be told this heartbreaking news. I am going to spend the rest of this day with my girls. I don't have the heart to tell them what happened to their memories. We will spend today making new ones. I have to keep this in perspective. On a day like this I have my family to make new memories with, many people don't. But rest assured I will be putting Carbonite on notice and all those around me.
DON'T TRUST CARBONITE WITH YOUR FILES, VIDEOS, PICTURES, ANYTHING. They will purge without notice. They don't care. I will be writing a letter to the CEO, David Friend to get him to do the right thing and pay for my old computer's hard-drive to be repaired and the data recovered from the hard-drive. Luckily I hung on to the broken computer for some reason. Now I know why. I have been given estimates of $250-$2500 for a data recovery. I may even consider legal action. I will definitely report this company to the Better Business Bureau, etc.
I see on Yelp that I am not the only person to have this disaster happen to them. I can assure you I won't be the last unless they are better at communicating with this their clients prior to them purging files that belong to other people. RIGHT NOW THIS COMPANY IS A DISGRACE!!!
Had I missed a payment they would have emailed me immediately. If they have a new promotion they email me immediately. I got an email from them in August with a "Back To School" promotion. I am sure that when I cancel the service their customer retention team will email me. Nathan already offered me 4 free months of services. BUT NOTHING CAN REPLACE MY MEMORIES!!!
This report was posted on Ripoff Report on 09/11/2013 11:50 AM and is a permanent record located here: http://www.ripoffreport.com/r/Carbonite/Boston-Massachusetts-02115/Carbonite-Carbonite-Inc-Callous-Heartless-They-Dont-Care-About-Your-files-Purge-Me-1083643. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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